[Hiring] Global Head of Professional Services @Ashby

Role Description

As our Global Head of Professional Services, you'll own the strategy, performance, and evolution of Ashby's global Professional Services organization, spanning Implementation, Integrations Consulting, Build Services, and emerging technical and advisory services.

• Define and Execute Our Global Professional Services Strategy
  • Own the vision and strategy for Professional Services, positioning the function as a competitive advantage for Ashby as we continue scaling upmarket.
  • Evolve our services offerings to address increasingly complex customer needs, including Enterprise implementation, technical consulting, integration services, hands-on build services, and change management.
  • Further differentiate our High Touch and Strategic implementation motions, balancing scalable, repeatable delivery with the tailored expertise Enterprise customers expect.
• Lead and Scale a High-Performing Global Organization
  • Lead and scale a multidisciplinary, global organization of implementation leaders, technical consultants, and emerging services specialists.
  • Hire, coach, and develop exceptional directors, managers, and individual contributors, maintaining a consistently high bar for talent, technical expertise, and customer outcomes.
  • Foster a culture of ownership, intellectual curiosity, continuous improvement, and end-to-end accountability.
  • Maintain a strong understanding of the team's work, from the intricacies of complex Enterprise implementations to the operational systems supporting delivery.
• Own Implementation Excellence and Customer Outcomes
  • Establish clear standards for implementation quality, project governance, change management, and customer readiness across segments.
  • Develop a scalable approach to managing complex Enterprise engagements, including executive stakeholder alignment, technical dependencies, project risks, and escalations.
  • Define and inspect the metrics that matter, including implementation quality, time-to-go-live, scope adherence, customer sentiment, and successful handoffs among Sales, Implementation, and Customer Success.
• Build a Commercially Impactful Services Business
  • Partner closely with Sales and Solutions Engineering to help win complex Enterprise deals through implementation expertise and clear, realistic plans for complex deployments.
  • Refine our scalable pre-sales services motions, including discovery, solution scoping, Statements of Work, and commercial alignment.
  • Build a commercially successful services business, expanding our offerings, establishing sustainable delivery economics, and ultimately owning the function's P&L.
  • Establish appropriate commercial and operational rigor around services revenue, margin, scope management, and resource allocation.
  • Balance the commercial opportunity of Professional Services with our commitment to delivering transparent, high-quality customer experiences.
• Drive Operational Excellence and Scalable Delivery
  • Own capacity planning and resource forecasting, partnering with Sales and Revenue Operations to translate pipeline expectations into thoughtful staffing decisions.
  • Develop repeatable delivery methodologies, playbooks, and quality standards while maintaining flexibility for complex customer requirements.
  • Establish clear visibility into project health, resource allocation, delivery performance, and operational risks.
  • Identify opportunities to improve efficiency through process design, automation, and technology without compromising customer outcomes.
  • Partner with Product and Engineering to translate implementation insights into product improvements and reduce recurring sources of delivery complexity.

Qualifications

• You're a strategic builder.
• You've built or meaningfully transformed a Professional Services organization within a high growth B2B SaaS company.
• You understand the business of Professional Services.
• You're an exceptional people leader.
• You're technically fluent.
• You're an effective cross-functional partner.
• You pair strategic thinking with operational rigor.
• You're a principled problem solver.
• You communicate with exceptional clarity.

Requirements

• Your experience is primarily with low-complexity implementations or transactional services.
• You view Professional Services exclusively as a delivery function.
• You prefer to operate exclusively at the strategic level.
• You don't enjoy hiring, coaching, and performance management.
• You rely on headcount as the primary solution to scaling challenges.

Benefits

• Exceptional products and exceptional customer experiences reinforce one another.
• Deep expertise in customer interactions.
• Prioritization of principled thinking over rigid adherence to prior playbooks.
• Strong ownership, thoughtful communication, and continuous improvement.
• Investment in building systems that scale rather than relying on individual heroics.